ZRMEModulesCopy.xml not found
Hi, I upgrade SDP to latest version successfully and then fresh install and restore database. Every things is okay, but my integration to Analytics plus has failed. We read zreport.log and see ZRMEModulesCopy.xml not found. I found ZRMEModulesCopy_temp.xml
Attaching file using the Solutions | workaround area of a problem later gives 404 error upon trying to download file.
Attaching file using the Solutions | workaround area of a problem later gives 404 error upon trying to download file. This seems to be a Service Desk + bug. A workaround is to attach the zip file to main problem tab area of a PR. .. or to a task or the
Problem with send e.mail
Hi , from last saturday I can't send the e.mail and receive the mail ticket. the message is: Invio e-mail non riuscito. Command : MAIL FROM:, Return Code : 530, Response : 530 5.7.1 Client was not authenticated The request are in servidesk when the user
Approval Error
Hi, Wondering if any of you can help. When we send tickets for approval we get this error: I have also found the same error when trying to edit the template for approver 1. Does anyone know how to fix this, my thought is the file containing the template
!!! URGENT !!! : Field and Forms Rules 'Site' condition DOES NOT work
Hello - When I try to build a 'Field and Form' Rule to Hide a field for Technicians based on a specific Site, it does not work. Why doesn't the "Site" selection provide a pick-list of values to choose from? It seems since we need to enter the client
Update to 11139
Hi ALL! Anybody has successful update to 11139 ? I try test instance update and have many errors like 1) Caused by: com.microsoft.sqlserver.jdbc.SQLServerException: Transaction (Process ID 53) was deadlocked on lock resources with another process and
Annoying system update bubble
How do i turn off the System Update notification bubble? It comes up but when i click on it i get an error proxy error (we don't use a proxy server).
Critical : Error while invoking backup
Hi, We have received the following alert for our ServiceDesk and would like some assistance please: Message Dear Admin, Unable to take the backup of ServiceDesk Plus, So please contact your database Administrator [OR] product support for further assistance
SLA Escalation matrix
Hi Team, In our manageengine test environment we tried configuring a escalation mail upon SLA breach I configured... time interval of one minute between escalation hierarachy but I got mail after 4 hrs that too all the 4 levels of escalation mail got
Linking Custom Fields - Transferring Data from Request to Change
We are using the ServiceDesk Plus platform to host our Change Control system. Currently, we have custom Requests/Incidents setup for the user to fill out, which triggers the Quality/Technician group to review and escalate by associating a Change to the
No new orders after update 11.1 compilation 11138
Hello I have a problem with ServiceDesk after an update, it stopped creating new orders submitted by email. Requests created through the web portal are set up correctly and I get all notifications by email.
Issues inserting HTML format for fields using API for change
Currently, the GET request for a change returns the encoded html data for the Description field, however when I try to add or update html entries, via the url, I get an error for the connection resetting (via SoapUi through my application, it simply fails). Is this a case where the entries need to be passed in JSON? If so, how is that to be done. I have escaped all the following characters, but get a failed response for "Error when parsing input XML elements - null - null" (XML Response) or "A
Asset refresh
Hi, I remember that we used to have a tool or something that we could run and it forces a refresh on all the database of asset and software but I can't find it anymore. I'm pretty sure it was a manage engine feature because it was a url with our servicedesk url in it. Do anyone know what I am talking about ?
Export requests with all Conversations
I need to export a request with all the data within the request id which much include all the conversation history, i have looked through custom reports and analytics plus but i cant find the table/ field where i can grab this from, please could someone advise urgently please? Thanks
Assign Service Request to Group after approval
Requirement is to have a service request assigned to a Support Group after the request is approved. Service template is configured with a workflow approver. Custom function is written to change the group field Custom trigger is written to execute the
Custom schedule cannot find report generated location
As stated in subject, custom schedule looking for generated report in different location
Custom Reports not visible for other Technicians
Hello I created some scheduled reports. However, I am the only technician who can see and edit these in ServiceDesk Plus. When other technicians open the custom Report page, it is empty. All the technicians should be able to edit the ones I created. How
User survey link error
Hi Team, We are trying to configure user survey but we are getting an following error while directing to survey link . Kindly clarify and assist us
Migration to MSSQL
Hi. I am trying to migrate from Postgree to MSSQL. I have used ChangeDBServer.bat and could successfully connect and create the database. However when I try to restore the data, I got this error on console and the process never finishes. jan 18, 2021
Weird behavior after API Injection
Good Afternoon all!!! I created an application, a wizard to inject a ticket via API into ServiceDesk, it's so I can gather all the info people usually neglect or do not have access too and it works quite well. However, I have noticed anything injected
Manual backup failing
Hi, hoping someone can assist with this... Currently running v9.4 Build 9425 and looking to upgrade to latest (via the upgrade path). Just trying to do an initial backup before the first upgrade and it is failing... This is the backup log file... Exception
Filtering in Contracts module
Is it possible to save the selected filter in the Contracts module like it does in the Requests module? We always want to view our Open Contracts by default, but every time we set it to that it reverts to All Contracts after leaving/re-entering the Contracts tab. Even if it was an under-the-hood change that would work for us.
Port Need to open at client system
Hi Support. I need to know which port do I need to open in my client machine in order to agent communicate with server. Currently If my windows firewall off the server will detect my client if windows firewall On it will not detect my client. Do I need
Upgrade to 11133 failed
Hi Upgraded our SDP test server from 11129 to 11133 and now no AD logins work. All report "Wrong login". The logs says "Wrong password" but the same login work on production server. SSO is not enabled only Active Directory sync. I have no problem logon
Black request form - requester name to "logged in user" by default for technican view
We are running 9304 build. When the user is try to submit the request using incident template. There is requester name field on mandatory. I believe it was automatically filled with the logged in user's detail (normal user or technician state was not matter) . However, this dose not happening any more and user must select self from large dropdown list. 99% of case the request is coming from logged in user and vary rare to use on behalf type request. How can we automatically fill requester
Custom Dynamic Groups in Assets
We recently upgraded to the latest version of ServiceDesk Plus and I thought there was a way to create a custom dynamic group based on the Asset Name. i.e. LTTR, LTAC to auto assign to a group. This would create savings in time then manually assigning
Automatic Task with Request
Hi, I have some task connected to request. I wonder is this possible to automaticly fill task description based on request descriptiom. e.g. - New ewployee. Someone sen to me request for mew employee with name and position. This request generate task named - Add to AD I wish that in this Task description i will have Name and Position of new user.
Migrate from Windows 2012R2 to Centos7
Hello, I've been unsuccessfully trying to migrate SDP from W2012 to Centos7. I've installed same version on Centos as I have on Windows (9335), also followed guide how to migrate from Win to Lin (trimmed backup, folders copy, etc..). No matter what I
Mail notifications failed
Hello, we have issue with mail notifications upon request receiving via email. I don't receive email as technician nor requester receives confirmation that request is received. SDP is on Centos 7. Version of SDP is 11.1.0 Build 11130 Below is part from
API Rest Upload an attachment within the POST methog (v3)
Hi there, I am trying to upload files in ServeDesk Plus OnPremise Is there any way to do so through API How does the json should look like? I tried something like this, without results, in the documentation does not appear any reference about the POST,
email settings
Hello There, We have upgraded our Exchange certificate on the previous friday. After that date, we couldn’t reach the cases authomatically on Service Desk Plus. You can find the screenshot related to the problem attached . We are waiting for your su
Email fetching - Attachments and inline images
Hi all, We get the following issue when fetching emails "Exception while extracting attachments and inline images" It stops the mail fetching service. The problem seems related to one email from Microsoft. I deleted that email and mails started to come
How do I import an on-prem MESDP backup database file into online MESDP?
Hi Team, I have a backup from an on-prem MESDP instance, I can't get the on-prem MESDP to work so am looking to import the requests and categories from a backup into a hosted MESDP instance. I do not have a CSV export. These are the 2 files in the backup
Single Sign on values...
Where in the world is SDP grabbing the "Service Provider Details" URLs for Assertion Consumer URL and Single Logout Service URL. I need to change these. They are completely the wrong server name. For some reason it choose https://extron:8080/SamlResponseServlet
Security Warning: Default Credentials Not Reset
Hi ALL! I updated my SD to 11120 and now i have red message: Security Warning: Default Credentials Not Reset What Credentials i must reset? How i can disable it ?
SAML Problem
We have launched SAML authentication on our development server. After launching the page from the link, we receive an error message like below. Logging in with the button Sign in with SAML sso, works fine.
Adding assets using CMDB API - Throws a 3001 unknown error
I've been trying to add CI Assets using the CMDB API, the XML input works fine when working with the web interface at the REST API Documentation. I'm getting a unknown error - Error when processing request - null when I use the sample scripts provided.
Closure code and Closure code comment variable in notification rule
Hi, I want to send auto notification to requester and inform her for Closure code and Closure code comment. Already hasn't any Closure code and Closure code comment variable in definition notification rule. What should I do? Thanks
Requestor Email Notifications not being sent
I have enabled the 3 requestor notifications to email the requestor when the request is open, assigned and closed. Currently the requestor only gets email notices when the ticket is open. I have attached a screenshot of the notification rules that i
CommonIP Configuration for HA
Hello, I'm trying to set up HA for SDP and I'm almost done, one thing that I could not figure out is commonip. I never did such configuration and have no idea what solution should I use. Can you help me and give any tip on what service should I do. Thank
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